Slice of ice Recap: Security and Standards – Mitigating Security Risks On Wednesday, May 19th, ComputerTalk presented their latest Slice of ice webinar, Security and Standards – Mitigating Security Risks. In this session, Jason Ellis of the Sales Operations team discussed risks and challenges, security protocols, and the power of ice.

There are many ways to improve employee satisfaction and reduce churn in customer service.

Contact centers are the direct point of communication between you and your customers. They influence the perception of your organization and play a role in customer satisfaction with your product or service, directly influencing if customers are going to recommend you to others.

On Wednesday, April 21st, ComputerTalk presented our April Slice of ice webinar: Navigating iceMonitor 11. In this session, Training and Documentation Specialist Kathika Uthayakumar provided an overview of iceMonitor 11, discussed the new grid view and iceMonitor settings, and provided some helpful tips.

If you’ve ever contacted an organization for customer service, you know how beneficial it can be to have the option to use webchat instead of a voice call.

While voice has been the channel traditionally associated with call centers for years, many modern contact centers have now evolved to use webchat capabilities. The flexibility to choose between preferred contact methods is a considerable convenience to customers. But there’s much more to webchat than customer convenience! Adding webchat to your contact center can benefit your organization in more ways than one. Read on to see some of the benefits that webchat can provide:

KPIs provide specific and measurable feedback on the performance of your contact center. Learn which KPIs to track to boost productivity and enhance the customer experience.